1st Line Support - Financial Services

  • Location

    South West London

  • Sector:


  • Job type:


  • Salary:

    £30,000 - £35,000

  • Contact:

    Julie Creed

  • Contact email:


  • Job ref:


  • Published:

    about 2 years ago

  • Startdate:


1st Line Support opportunity with a fantastic multinational Payments / Financial Services corp.

The successful candidate will be responsible for supporting our clients by delivering technical/customer support directly to the customer by phone and email. The applicants need to possess analytical and technical skills in order to solve a maximum of problems on their own and on first contact.


  • 1st / 2nd Line Support experience in a similar position within the financial services sector.
  • Experience in the payment industry would be a very strong advantage (not essentail).

The Customer Service Operator will:

  • Deliver a high level of support based on incidents and service requests received from various routes including telephone and e-mail;
  • Ensure that all requests are documented; Maintain the incident tracking system updated through all steps of the ticket life cycle; from the input of issue through to the resolutions;
  • Associate incidents to known errors or problems and allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents;
  • Maintain a high degree of customer service; provide status updates to customers and verify the quality of service when incidents are closed;

Good knowledge of IT networks;

  • Curious, passionate for IT and self-learner, any experience in Linux and SQL an advantage - but full training offered.
  • Ability to use ticketing system and disposition tools, MS Office, Internet, Outlook;
  • Strong analytical and problem-solving skills. Experience of and comfort with working in a data-driven and changing environment;
  • Service minded, active listening, attention to detail and result oriented profile;
  • Strong communication skills both verbal and written; ability to communicate verbally and in writing with both technical and non-technical users;
  • Great adaptability and team spirit;